Magazine Article | June 20, 2016

Inventory, Interaction, And The Customer Experience

By Matt Pillar, senior executive editor, Innovative Retail Technologies

July Innovative Retail Technologies

A positive customer experience takes more than a smiling face; it requires data, technology, and engaged associates.

A Q&A With Matt Pillar, Leslie Hand, IDC Retail Insights, & Cy Fenton, Books-A-Million

When it comes to engaging customers in an omni-channel world, growing layers of technology and touch points are both a blessing and a curse. The more tech, the more opportunity; the more tech, the more complexity. Here, IDC Retail Insights VP Leslie Hand and Cy Fenton, SVP and CIO at Books-A-Million and CEO at, pare the elements of customer engagement and experience down to the core.